Associate Manager, Customer Support

Associate Manager, Customer SupportWe are looking for an experienced, people-focused leader to join Autodesk's Digital Support Team. As an Associate Manager, Customer Support, you will lead and develop a team focused on delivering exceptional customer support experiences.You will create a culture of accountability, empathy, collaboration, continuous learning, and feedback while empowering your team to perform at its best. You will coach employees, guide the team through complex product and process challenges, and partner across Autodesk to improve the customer and employee experience.You will also help shape team strategy, identify opportunities for operational improvement, and lead initiatives that move the business forward. In this role, you will continue building your expertise in construction technology while leading a team helping transform the construction industry.Work Location: This is a hybrid role based in Denver, CO.ResponsibilitiesLead, coach, and develop a team of Customer Support Associates, setting clear expectations and creating an environment of accountability, engagement, and growthOwn team performance by setting clear expectations, monitoring results, recognizing strong performance, and addressing performance gaps through timely coaching, feedback, and performance managementHire and onboard new Customer Support Associates and support their ongoing growth through career conversations, development planning, coaching, and meaningful learning opportunitiesManage day-to-day team operations, including workload, coverage, priorities, and resources, to meet service expectations and deliver a consistent customer experienceCommunicate organizational priorities, business changes, and leadership decisions clearly, helping employees understand how their work contributes to Digital Support and Autodesk goalsUse performance data, customer feedback, and operational insights to identify training needs, recognize strong performance, and drive continuous improvementMake decisions with a "think local, act global" mindset, balancing team needs with the priorities of the broader global organizationLead and contribute to cross-functional projects, partnering with Digital Support leadership to define plans, establish measurable outcomes, and deliver business resultsCollaborate with leadership and cross-functional partners to manage escalations, business-critical issues, and other situations that affect our customers and teamsFoster a culture of continuous improvement by encouraging new ideas, establishing accountability, and empowering employees to improve how we workModel Autodesk's One Orbit values—One Autodesk, Optimistic, Relentless, Ingenious, Brave, and Trusted—and reinforce those values through how the team works and delivers resultsBe a part of support-related projects to allow you to use your unique skill set and improve our team. With assistance of Digital Support Leadership (Managers, Senior Managers, Director), you will define project plans that achieve fiscal goals and push the business forwardBuild trusted relationships across Customer Support and Autodesk, including Product, Customer Success, Sales, greater CTS, and other partners, to resolve challenges and improve the end-to-end customer experienceThe responsibilities above describe the general nature of the role and are not intended to be an all-inclusive list.Minimum Qualifications2-3+ years of demonstrated leadership experience through people management, team leadership, coaching, mentorship, project leadership, or similar responsibilities for the success and development of othersDemonstrated ability to drive individual and team performance against key metrics and business goals, using coaching, data, and operational insights to improve resultsStrong coaching and feedback skills, with the ability to support employee development, performance, and engagementProven ability to manage competing priorities, make sound decisions, and maintain high standard of customer service in a dynamic business landscapeDemonstrated ability to use data, customer feedback, and operational insights to identify trends and opportunities for improvementUnderstand customer support principles, approaches and considerations. You are committed to improvement of people, processes, training programs, personal growth, team skills, and resourcesEnthusiastic, collaborative and creative with the ability to inspire and encourage others, in both relationships with customers and peersElevated level of integrity. You are optimistic, and patientHave a technical mindset that helps you evaluate issues with accuracy and speedExperience remaining empathic and composed, even during escalated situations. You have had success instilling the same mindset into your teamStrong written and verbal communication skills, with demonstrated ability to communicate effectively with employees, leadership, customers, and cross-functional partners and influence outcomes across organizational boundariesTravel is sometimes requested. Attendance is mandatory as directed by your manager